• Led the implementation of a platform wide contact center upgrade.• Led the implementation of a cloud-based Work Force Management system.• Led discovery and implementation of a Telecom Expense Management (TEM) solution yielding over $400K annual savings.• Managed the implementation of a global enterprise directory synchronization solution.

Providing customer focused strategic contact center solutions in the financial services sector.• Completed office migration of 1,000 associates including contact center to a new location with SIP trunking and SIP endpoints.• Enhanced two contact centers in LATAM in order to double the size of the agent groups.• Enhanced three contact centers in APAC to enable advanced customer interaction technologies.• Identified process improvements in the server build process to eliminate wasted time and capital.

Directed staff of up to 5 engineers that implemented contact center systems and projects.• Implemented $20M consolidation of all core contact center infrastructure as team leader of project that migrated the platforms to a primary and backup data center in accordance with a 5 year technology roadmap. Recognized with two team awards for project which provided a stable platform that enabled future contact center capabilities such as customer segmentation, proactive contact and 360° customer feedback.• Managed team that implemented the first Intelligent Call Routing and CTI integration in the Enterprise with Cisco ICM through AT&T.• Directed team that integrated Avaya Interaction Center with Salesforce.com and that integration is now being deployed globally. • Designed and implemented a call center in Nashville, TN from the ground up as manager of engineering team, including a 1,000 port IVR farm to incorporate a business acquired from Bankers Trust.

• Managed engineering team that provided the infrastructure to convert legacy touch tone Interactive Voice Response applications to enable Natural Language Speech Recognition and project was recognized for a team Chief Administrative Office Award.• Led teams that created the call center for MetLife’s first retail bank and subsequently migrated the bank call center to GE Capital Bank as part of its divestiture.

• Managed RFP for a Telecommunications Expense Management system and selected a cloud based solution provider who continues to provide what evolved into a Big Data solution for the Enterprise.• Created the company’s first ever crisis management hotline by conducting an RFP and implementing the solution that supported 1,000 simultaneous calls.• Negotiated outsourcing of a $25M per year managed services contract for the Voice and Data Network as part of implementation team. Provided specific input on migration of the personnel and equipment maintenance to the chosen vendor as well as negotiating SLA’s for the on-going service and formulation of the initial stewardship process.• Key participant in the team that conducted an RFP on the company’s first call center outsourcing project. Provided IT’s input on the vendor rankings and then implemented the integration with the chosen vendor. Project included international site visits and evaluations of finalist’s facilities. Subsequently received an Executive Vice President’s Award for implementing the first far-shore outsourced call center in the Philippines.

Administered the voice infrastructure including System 75 certification, administration of Octel voice mail system and Call Management System. • Supported one of the first Ethernet and client /server deployments at the company.